An important aspect
of Drake’s Continuous Improvement Plan is to examine our processes. The Administrative
Services Survey greatly assists us in this.
This fall’s survey
was issued to faculty and staff with the focus on Human Resources, Facilities
Planning and Management (FPM), Information Technology Services, Public Safety,
Finance and Communications.
This feedback helps
the departments understand where service gaps may exist and how to improve the
services of our University. Continuous improvement efforts are meant to drive
intentional and strategic action. Responses to this survey shape the
University’s future efforts.
Survey respondents
provided largely positive feedback about FPM services. Responses were provided
on a five-point scale, with five being the highest.
Satisfaction with FPM staff – Total Average 4.36 (4.30 last year)
Respondents assessed their satisfaction with FPM staff including their courtesy, professionalism, knowledge, timeliness, and communication in regard to work orders, projects and construction. Satisfaction with FPM staff was generally high, but was lowest for communication of work order status, projects and construction (3.99).
Satisfaction with FPM support and services – Total Average 4.34 (4.26 last year)
Respondents assessed their satisfaction with FPM support and services including custodial, grounds, snow removal, moving, cooling and heating, painting, construction, carpentry, trash/recycle, and plumbing. Satisfaction with FPM support and services were all above 80% but only grounds and moving services broke the 90% satisfaction threshold we are striving to achieve.
Overall satisfaction—Total Average 4.14 (4.09 last year)
Overall satisfaction is above average, but FPM still has room for improvement.
In reviewing the
data and reflecting on the comments provided by the respondents, FPM has
concluded to do the following over the coming year.
- Implement
a method of communication on the FPM homepage with updated information in
regard to projects and construction.
- Closely
monitor our work order system in regard to timely updates of the status of work
orders.
- Continue
to grow and exhibiting Drake’s core values.
- Perform
routine building and grounds assessments to maintain a high level of quality
service.
- Continue
to prioritize and execute deferred maintenance project as funds become
available.
- Continue
to praise our team for all the good they do every day!
— Kevin Moran, Facilities, Planning, and Management
